Manager, Call Center Operations

Description: **Manager, Call Center Operations** Mosaic Pharmacy Service Fully Remote (US) • Patient Enrollment and Contact Center **Company Overview** Over the next ten years, there will be at least 4\.6 million hospitalizations from the misuse of prescription drugs in people 65 or older, resulting in $528 billion in annual avoidable costs. RxAnte is on a mission to improve people's health by helping them get more from medicines. A rapidly growing, tech\-enabled healthcare services company with over 30 million lives under management, RxAnte has become a leading provider of value\-based pharmacy care management solutions for health plans. RxAnte launched Mosaic Pharmacy Service in 2019, a wholly owned subsidiary designed to offer pharmacy and chronic care management services for our clients' most medically complex and vulnerable members. Using data, advanced analytics, specialized software, and pharmacy automation, Mosaic is transforming the pharmacy experience for medically complex seniors while also helping payers achieve their quality improvement and cost savings objectives. **How You'll Make a Difference** In this role, you will lead the team that serves as Mosaic's front door for medically complex seniors and their families, ensuring every interaction reflects the quality, compassion, and operational excellence our patients deserve. Your work directly supports underserved seniors across the country, helping more of them get connected to the kind of pharmacy care that keeps them safer, healthier, and more independent at home. **What You'll Do** * Oversee inbound and outbound call center operations across phone, digital, and chat channels. * Lead, coach, and develop Team Leads, setting clear performance expectations aligned to KPIs and enrollment goals. * Monitor call center performance against quality, productivity, and patient\-experience metrics, and implement improvement plans where needed. * Manage staffing, queues, and coverage planning to ensure consistent, compliant service levels. * Serve as the escalation point for complex patient or staff issues. * Partner with Quality, Training, Enrollment, and Pharmacy Operations to deliver an integrated patient experience. * Support hiring, onboarding, and ongoing training activities for the team. * Drive continuous improvement initiatives across workflows, tools, and processes. * Prepare and present performance reports to leadership. **Compensation** The expected salary range for this position is $90k \- $100k. This role is eligible for a 10% annual performance\-based bonus. Actual compensation within the range is determined by factors including experience, skills, and internal equity. **Benefits** RxAnte offers a comprehensive benefits package designed to support your health, financial security, and work\-life balance. Highlights include: * Medical, dental, and vision coverage with prescription benefits, with RxAnte paying 100% of the employee\-only premium * A Health Sav